Soft Collection Officer

A. Soft Collection Activities 

• Conduct daily outbound calls reminders to customers with overdue accounts (1–27 DPD). 
• Provide friendly repayment reminders and inform customers about outstanding amounts, due dates, and available payment channels. 
• Negotiate realistic payment commitments based on customer affordability and repayment history. 
• Escalate non‑responsive or uncooperative customers to field collection or hard collection teams as per SOP. 

B. Customer Service and Support 

• Maintain positive, professional, and respectful communication with clients at all times. 
• Identify the reason for missed payments and provide assistance (payment options, channels, or rescheduling procedures). 
• Educate customers about consequences of continued non‑payment (penalties, repossession, negative credit listing). 

C. Portfolio Management and Reporting 

• Update all customer interactions and promises-to-pay (PTPs) accurately in the collection system. 
• Track broken PTPs and follow up accordingly. 
• Meet daily/weekly targets on number of calls, contact rate, PTP rate, and recovery amount. 
• Report suspicious cases or potential fraud to the supervisor. 

• Diploma or Degree in Finance, Banking, Business Administration, or related field. 
• Experience in call center or credit collections is an added advantage. 
• Experience in financial services or asset financing (Boda Boda, Tuk Tuk, electronics) is preferred. 
• Strong communication and negotiation skills. 
• Customer-friendly approach. 
• Basic understanding of loan terms and repayment processes. 
• Ability to work under pressure and meet daily targets. 
• Computer literacy (CRM/collection system, MS Excel, etc.).